Case Study: Cvent Virtual Customer Success Groups achieves 400% registration growth and global engagement with Cvent

Cvent Virtual Customer Success Groups - Customer Case Study

Cvent, a 20-year market leader in event technology, faced the sudden need to rework its global Customer Success Groups—normally half-day, regionally run in-person seminars—when the COVID-19 pandemic made live events unsafe and inconsistent across regions. The challenge was to rapidly preserve the program’s networking, education, and regional personalization while coordinating across Sales, Marketing, Planning, and Client Services and complying with changing local restrictions.

Cvent moved the CSG program to a concise virtual format, using its Event Marketing and Management platform for registration and retargeting, ON24 for webinar delivery, and CrowdCompass for mobile engagement (polling, Q&A, networking and push notifications). The pivot enabled broader reach and easier management: over 1,500 registrants in a month (a 400% increase), 60% app adoption with 1,000+ engagement points, a 4.5/5 session rating, and streamlined workflows and reporting via integrations with Marketo and Salesforce.